Technical Support Specialist

About the role

The Technical Support Specialist provides advanced troubleshooting for customers, manages backup solutions, performs network and server swaps, and contributes to the internal knowledge base. The role also liaises with the development team via JIRA for complex issues and offers phone support when required.

Key responsibilities

• Handle Level 2 ticket escalations, assess complex issues, and document resolutions.
• Manage and troubleshoot backup solutions such as Duplicati, Google Drive, and other cloud backups, ensuring successful runs and restorations.
• Replicate bugs, perform detailed troubleshooting, and create JIRA tickets for development intervention.
• Provide phone support for high‑priority and outbound calls to top customers.
• Execute network swaps, troubleshoot advanced network problems, and coordinate with customers to minimize downtime.
• Perform server swaps, build and configure new Windows Server environments, and carry out upgrades and performance tuning.
• Run basic SQL queries, validate data, and conduct routine database maintenance.
• Prioritize tickets based on SLA, focusing on overdue and high‑impact items.

Required profile

• Hands‑on experience with server administration and Windows Server environments.
• Proven ability to manage backup systems and resolve related issues.
• Experience creating and managing JIRA tickets for development teams.
• Strong documentation skills and a proactive approach to knowledge‑base contributions.
• Excellent communication skills for phone support and customer interaction.

Required skills

• Duplicati
• Google Drive
• Cloud backup solutions
• JIRA
• Windows Server administration
• SQL query writing and database maintenance
• Network troubleshooting
• Server swap and configuration